Hospitality Operations Director

2 weeks ago


Lekki, Lagos, Nigeria IBIC Holdings Full time
Job Title: Front Office Manager

IBIC Holdings is seeking a highly skilled and experienced Front Office Manager to oversee all guest-facing operations and implement strategies to increase revenue and guest satisfaction.



Key Responsibilities:

  • Front Office Operations: Supervise the Front Office/Guest Service Team, uphold high service standards, and ensure guest satisfaction through seamless daily operations.
  • Revenue Optimization: Manage and monitor all revenue-generating platforms (e.g., Booking.com, Airbnb) for optimal listing performance, applying strategic pricing, and implementing promotions and direct booking incentives to maximize occupancy and guest spending.
  • Customer Relationship Management: Build long-term relationships with guests and corporate clients through effective CRM and loyalty programs.
  • Team Leadership & Training: Lead, train, and develop the front office team to enhance performance and meet organizational goals.
  • Guest Experience Excellence: Provide a seamless and personalized guest experience by managing check-ins, check-outs, and promptly addressing inquiries, ensuring a warm and welcoming environment.
  • Efficient Reservations Management: Oversee all aspects of guest reservations, cancellations, and special requests, ensuring accuracy and a meticulous attention to detail in managing bookings.
  • Operational Oversight: Ensure the front office operates smoothly and efficiently, maintaining the ambiance and standards expected at a luxury property.


Requirements:

  • Bachelor's Degree in Hospitality, Business, or a related field
  • 5 years of experience and above in a managerial or senior front desk/office role within luxury hotels, high-end short let apartments, or premium hospitality settings
  • Strong knowledge of OTA platforms and CRM systems strategy
  • Demonstrated ability to lead and motivate a team, with a focus on guest satisfaction and operational efficiency
  • Familiarity with hospitality management software and strong command of Microsoft Office Suite
  • Exceptional verbal and written communication skills, with a focus on professionalism and discretion
  • Willingness to work flexible hours, including weekends and holidays, to meet operational demands


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